Ofcom Details New UK Broadband ISP Switching Process for 2022

As expected the UK telecoms regulator has today published detailed proposals for a new simpler “one touch” switching process for all broadband customers, which from December 2022 will make it easier for consumers to switch between ISPs on physically separate networks (e.g. Openreach’s full fibre to Cityfibre or Virgin Media etc.).

The planned changes were formally confirmed in Ofcom’s October 2020 statement (here), which covered their implementation plans for the new European Electronic Communications Code (EECC). However, this only set out a broad overview of what they planned to do, while the exact details were left until today.

At present switching between ISPs on Openreach’s (BT) national network is an easy and largely automated Gaining Provider Led (GPL) process (i.e. just contact your new ISP and they’ll get the ball rolling), but the rapid rise in new alternative network ISPs (plus Virgin Media) – particularly full fibre (FTTP) providers like Cityfibre, G.Network and many others (see our ‘Summary of Full Fibre Build Progress‘) – has created new challenges.

Sadly, customers who want to switch between physically separate networks often have to take the manual cancellation route (i.e. order the new service and then contact your old ISP to cancel), which can result in longer periods of downtime (perfect coordination is difficult) and greater uncertainty for consumers. Some customers can also find themselves stuck paying for two services at once, even if only one is usable, but this rarely lasts long.

Ofcom’s solution essentially involves extending the existing GPL process to work across these different networks, which is a technically difficult thing to get right.

The New Broadband Switching Process

Under the changes Ofcom states that any “loss of service” that might occur during a switch must NOT be allowed to exceed 1 working day (“if technically possible“) and ISPs will be expected to compensate customers if things go wrong. The regulator has also banned notice period charges beyond the switch date for residential customers, which should prevent situations where a customer ends up paying for two services at the same time.

Meanwhile the losing provider will be required to continue to supply the end-user on the same terms, until the new service is activated by the gaining provider, and to automatically terminate end-users’ contracts upon conclusion of the switching process. The losing ISP will also be required to reactivate the number and all related services where a switching process fails and until the port is successful.

Step by Step – One Touch Switch (Ofcom’s Preferred Approach)

1. A customer would contact their chosen new provider and give their details.

2. The customer would then automatically receive important information from their current provider. This would include any early contract termination charges they may have to pay, and how the switch may affect other services the customer has with the company.

3. If the customer wants to go ahead, the new provider would then manage the switch.

However, a second Code to Switch process is also optionally proposed for consideration, although Ofcom doesn’t believe this meets all of their criteria and we can see why (it’s not as simple and risks customers being pressured to stay). Under this process a customer must first contact their current ISP by app, online or phone to get information about the implications of switching as well as a switching code. If they decide they want to go ahead with the switch after considering the information, they contact the new provider and give them the switching code. The new provider then manages the switch.

Lindsey Fussell, Ofcom’s Networks and Communications Group Director, said:

“There are lots of different offers out there from a wide range of broadband and landline providers. And we want to make it even easier for people to get a better deal or upgrade to a faster, more reliable service.

We know some customers can be put off by the hassle of having to deal with more than one provider when trying to switch. So our proposals today aim to make the process as seamless as possible, for everyone.”

Mark Shurmer, Openreach’s MD of Regulatory Affairs, said:

“We already manage around 175,000 switches every month between providers on the Openreach network and that process is designed to be very straightforward for customers.

We support Ofcom’s ambition to make switching between different network providers equally simple.

We believe that any solution for cross-platform switching needs to be really simple for consumers and businesses and we’ll be responding to the consultation with that in mind.”

In keeping with all this the regulator will also be making some “limited” changes to phone number porting, which includes giving customers the “right to port their number for one month after they have terminated their contract and a prohibition on charging customers to port their number.” This should be a big help as at present it can be quite tedious to get your number back if it’s lost during a switch.

Ofcom are clearly making significant changes to how switching processes work and as such, the new rules are NOT expected to come into force until December 2022. The move will certainly give alternative network (AltNet) ISPs something to think about, particularly as until now most of them won’t have had to deal too much with complex regulatory matters and process requirements, beyond the basics.

We should point out that this new process is for residential customers only, which Ofcom states is because “business and residential customers can sometimes have different needs when switching and that there is diversity among business which means it may not be appropriate to specify certain rules that would apply to all business customers in the same way as to residential customers.”

Finally, the regulator also proposes improving the information providers must give to customers who are considering switching their mobile phone service. From December 2022, the current operator would need to tell customers about the impact of the switch on other services they have with the provider. This would include any bundled services or specific services for disabled customers. This will help customers understand the implications of switching so they can make informed decisions about whether to switch

Today’s consultation (see link at the bottom) will close on 31st March 2021, and Ofcom then aim to publish their decision in the summer 2021. We’ve also pasted more details of how the One Touch Switch process will work below.

One Touch Switch Process (Detailed)

Ofcom’s 2021 Switching Consultation
https://www.ofcom.org.uk/../simpler-broadband-switching

UPDATE 12:52pm

Added a comment from INCA below, which represents many alternative network ISPs.

INCA Chief Executive, Malcolm Corbett, said:

“INCA has played an important and active role on behalf of the independent sector throughout the consultation process with OTA2 and Ofcom and will continue to do so as Ofcom consults on their preferred option of “One Touch Switch” to issue a final decision in Q2 this year.

Broadband providers now have less than 2 years to implement new, compliant switching processes. We would urge all members to ensure their views are represented during this vital period”.

UPDATE 4:39pm

Rural ISP Gigaclear has also added a comment.

Gareth Williams, CEO at Gigaclear, said:

“We’re very pleased to see that Ofcom is consulting on changes to the fixed line switching process.

Ultimately switching providers is a matter of consumer choice and a model where the process is completely led by the new supplier removes a huge barrier for people trying to get the best deal available to them. To require some form of switching code or permission from your existing provider diminishes these benefits.

Gigaclear will respond to the consultation to express this view and we’re looking forward to working with both Ofcom and our peers in the industry to progress this work.”